Complaints Manager

Smile White; Leeds; On-site; GBP 30,000 - 39,000; Full time

Job summary

Join a forward-thinking company in the dental sector as a Complaints Manager, where your role will be crucial in enhancing customer satisfaction. This position entails overseeing the complaints handling process, ensuring resolutions align with company policies, and fostering a culture of continuous improvement. Your analytical skills will be vital in interpreting complaint data to drive operational enhancements. If you're passionate about helping others and delivering exceptional customer service, this is the perfect opportunity to make a meaningful impact within a dynamic team. Enjoy a rewarding career with competitive pay and excellent benefits.

Benefits

Performance bonus

Company events

Company pension

Free parking

On-site parking

Qualifications

• Proven experience in complaints management or customer service roles.
• Strong communication and analytical skills are essential.

Responsibilities

• Oversee and resolve customer complaints in a timely manner.
• Analyze complaint trends and implement improvements.

Skills

Customer Service

Problem-Solving

Communication Skills

Analytical Skills

Interpersonal Skills

Education

Experience in complaints management or customer service

Tools

CRM systems

Complaints tracking tools

Job description

Want to join one of the most exciting dental companies in the UK right now?

Passionate about helping others and delivering the best customer service?

Keen to be rewarded for your hard work, professionally and financially?

Position Overview:

We are seeking a proactive and empathetic Complaints Manager to lead our efforts in addressing and resolving customer concerns effectively. The ideal candidate will play a pivotal role in maintaining customer satisfaction and improving operational processes by analysing feedback and implementing solutions.

This position requires strong communication skills, excellent problem-solving abilities, and the capacity to build trust and rapport with customers and internal stakeholders.

Key Responsibilities:

• Oversee the complaints handling process, ensuring timely and satisfactory resolution of customer complaints in line with company policies and procedures.
• Act in a customer-centric approach.
• Analyse complaint trends to identify areas for improvement and collaborate with relevant departments to implement changes.
• Develop, maintain, and enhance complaints management systems and processes for better efficiency and accuracy.
• Train and support staff in effective complaints handling practices, fostering a culture of continuous improvement and accountability.
• Ensure compliance with legal and regulatory requirements related to complaints management.

Skills and Qualifications:

• Proven experience in complaints management, customer service, or a similar role.
• Strong interpersonal and communication skills, with the ability to handle sensitive and challenging conversations.
• Analytical mindset with the ability to interpret data and suggest actionable improvements.
• Proficiency in CRM systems and complaints tracking tools.

Preferred Qualifications:

• Experience in process improvement methodologies.

We’re looking for someone with:

• Strong problem-solving abilities and the ability to handle challenging situations with empathy and professionalism.
• Detail-oriented with excellent organisational skills and the ability to multitask effectively.
• Proficiency in using CRM software and other customer support tools.

Job Types: Full-time, Permanent

Pay: £30,000.00-£39,000.00 per year

Additional pay:

• Performance bonus
• Company events
• Company pension
• Free parking
• On-site parking

Schedule:

• Monday to Friday

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service, Management, and Administrative

Industries

Consumer Services